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Honesty and Good Phone Customer Service

Jan 24, 2008
Customer service on the phone is more challenging than a face to face encounter. Whenever a customer feels unhappy about the product or the service being provided to him, the only clue that the phone officer will get would be the tone of the voice of the customer and the words that he uses. If the phone officer does not listen well, the customer will remain angry and might never use the product or the service again.

Although there are regional accents and language and cultural barriers that have to be surmounted, customer service officers on the phone from the Philippines as well as from other parts of the world would do well to listen to the following tips and advice. Honesty is still the best policy.

It is very easy to make promises on the phone. It is also easy to deceive the customers into the best option there is for the sake of gaining financial or social advantage. However, if there is no honesty, then soon enough, the customer will find out about it and they will be very unhappy with the service.

In troubleshooting problems such as rebooking of flights or hotel accommodation, incorrect credit card finance charge, customer service officers on the phone should not make promises they could not keep. If a promise to call back has been made then it should be done because customers will be expecting that. Otherwise, it will only create more damage than what has already been done.

If a customers request cannot be done, he should know that and the customer service officer should look for other alternative, which would be acceptable to the customer. That is how honesty works, it puts both parties on a level footing and they would know what to expect from each other. That way, there will be lesser phone calls and lesser headaches and ulcers. Tend to each customer and do not pass them from department to department.

Weve all experienced it before sitting on a couch with the phone on our ears waiting for what seemed like eternity before a phone officer answers. But when somebody answers, we are told we have to be transferred to another department and the cycle begins all over again.

On the part of phone officers, they have to ask the customers first about the nature of their inquiry and pass them directly to a person who can help them. Transferring them from department to department would be time-consuming and irritating. On the other hand, customers should also be careful with the number options that they press so that they could go directly to the department that can answer their queries. This will save time and energy for both parties.

Phone customer service is tough. No doubt about it. But given honesty and sensitivity, it will become an enriching experience for both the customer and the company. Without both, then a meaningful relationship cannot be established and a cycle of discontent and complaints will just be in place.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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